| (19) |
 |
|
(11) |
EP 0 905 956 A3 |
| (12) |
EUROPEAN PATENT APPLICATION |
| (88) |
Date of publication A3: |
|
09.06.1999 Bulletin 1999/23 |
| (43) |
Date of publication A2: |
|
31.03.1999 Bulletin 1999/13 |
| (22) |
Date of filing: 22.09.1998 |
|
|
| (84) |
Designated Contracting States: |
|
AT BE CH CY DE DK ES FI FR GB GR IE IT LI LU MC NL PT SE |
|
Designated Extension States: |
|
AL LT LV MK RO SI |
| (30) |
Priority: |
30.09.1997 US 941792
|
| (71) |
Applicant: LUCENT TECHNOLOGIES INC. |
|
Murray Hill, New Jersey 07974-0636 (US) |
|
| (72) |
Inventors: |
|
- Griffith, Gary L.
Arvada, Colorado 80005 (US)
- Roberge, Kenneth J.
Boulder, Colorado 80301 (US)
- Hanson, Thomas C.
Boulder, Colorado 80303 (US)
|
| (74) |
Representative: Buckley, Christopher Simon Thirsk et al |
|
Lucent Technologies (UK) Ltd,
5 Mornington Road
Woodford Green,
Essex IG8 0TU
Woodford Green,
Essex IG8 0TU (GB) |
|
| |
|
| (54) |
Automatic call distribution based on physical location of wireless terminals |
(57) Providing by a telecommunication switching system an automatic call distribution
function using agents having wireless terminals by determining the location of the
agents, determining the agents' skills, and routing calls to agents based on their
physical location and the agents' skills. The telecommunication switching system determines
the location of particular agents based on information obtained from wireless base
stations. In addition, the telecommunication switching system transmits to the agent,
who has been selected to help, the location where the agent is to go. This notification
can be done utilizing a display on the wireless terminal or by using an audio message
to the agent. Also, if an individual needing help goes off hook on a special wired
telephone connected to the telecommunication switching system, the telecommunication
switching system determines the location of the wired telephone and selects an agent
who is then directed to the location of the wired telephone.